Casinia Casino - Das Konto des Spielers ist vorübergehend gesperrt.

I have won at this casino. They wanted to pay out a few more 1000 € to me, but this was not possible. I keep getting kicked out of the chat. Furthermore, my account has been closed by you for almost a week and a half or temporarily blocked for checks. I have photographed all chat histories with all clerks in order to have evidence, just like with my 3500 € payout. I am about to involve my lawyer. Please help me, I just want my account opened again and get my money. Many thanks.

Ich habe bei diesem Casino Gewonnen. Ein paar mehrere 1000 € wollte sie auszahlen. Dies war nicht möglich. Ich werde immer wieder aus dem Chat rausgeschmissen. Des weiteren ist seit fast eineinhalb Wochen mein Konto geschlossen von Ihnen beziehungsweise vorübergehend gesperrt wegen Überprüfungen. Ich habe alle Chat-Verläufe mit allen Sachbearbeitern habe ich fotografiert um Nachweise zu haben, genauso wie mit meine 3500 € Auszahlung . Ich bin kurz davor, mein Anwalt einzuschalten. Bitte helft mir, ich möchte doch nur mein Konto wieder geöffnet haben und mein Geld. Vielen lieben Dank.

Dear baermichelle49,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please advise if you passed the KYC verification before the casino blocked your account?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear baermichelle49,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Kristina

Hallo kristina

My player account has been closed for several weeks now. I don't understand this and I just want my account to be reopened. Yes, I still have at least €450 in bonuses that I bought via Collins. We should be credited for that. Thank goodness I still have the emails from that

Seit mehreren Wochen inzwischen ist mein Spieler Konto immer noch geschlossen. Ich verstehe das nicht und möchte doch einfach nur, dass mein Konto wieder geöffnet wird. Ja ich habe noch mindestens 450 € Bonus an sich, die ich per Collins gekauft habe. Die müssten wir gutgeschrieben werden. Gott sei Dank hab ich davon noch die E-Mails

I just checked again to see if I could get into my account... in vain

ich habe eben noch mal geschautk, ob ich in mein Account rein komme… Vergeblich

Thank you for your reply, baermichelle49. Could you please advise which games you played while your account was still active - slots, live casino, sports betting, etc.?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

i played slots like valley of the gods and extra chilli

I'll send you the exact details now! Thank god I have them all! Just checked again but I'm still blocked

ich habe slots gespielt wie z.b Valley of the gods und extra chilli

die genauen verlaufe sende ich dir jetzt! Gott sei Dank habe ich alle! Hab eben wieder geschaut aber ich bin immernoch gesperrt

Thank you very much, baermichelle49, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi baermichelle49,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Casinia Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

For almost 8 weeks they have been checking the customer support. You can forget that. If I don't release my account immediately, I'll probably have to hire a lawyer 🙁 but after eight weeks my nerves are at the end

Seit fast 8 Wochen überprüfen die so sagen es die Kundenbetreuungen. Das kann man vergessen. Die wenn nicht sofort Mein Konto freigeben werde ich wohl Anwalt einschalten müssen🙁 aber nach acht Wochen sind auch meine Nerven am Ende

Yes, Tomas, please help me so that the casino releases my account and releases all my cash bonuses of around 300-400 euros. Ps I have proof photos and email confirmations for that too!

Ja Tomas bitte hilf mir das das Casino mein Konto freigibtund meine ganzen cashbonusse in Höhe von ca. 300-400 Euro frei gibt. Ps auch dafür habe ich Beweisfotos und emailbestätigungen!

Dear Michelle,

Thank you for your patience.

We would like to inform you that your account on the website is now back open, with 3,500 EUR on balance.

Since bonuses have different conditions to balance (e.g. expiration date, wagering requirement), they were added in your Bonuses section, and can be activated by you individually. The bonuses that you were unable to use, but that are now available to be activated from Available Bonuses section:

• 1x 100 EUR casino bonus
• 1x 100 EUR casino bonus
• 1x 30 EUR bonus crab win
• 1x 30 EUR bonus crab win
• 1x 30 EUR bonus crab win

Please accept our sincere apology for the delay.

Best regards,

Customer Support

Thank you very much 💋😘😍🥰

Vielen lieben Dank 💋😘😍🥰

But the cash bonuses are nowhere!

Doch die cash Boni ist nirgends!

on is 18.8 i didn't even know about my account release but only since yesterday

am is 18.8 wusste ich noch nicht mal von meiner kontofreigabe sondern erst seit gestern

The bonuses just expired over time even though I was online a day after release. I also have proof fortos

Die Boni ist einfach als abgelaufen im Verlauf obwohl ich ein Tag nach Freigabe online war. Ich habe auch beweisfortos

Dear Michelle,

Thank you for your reply.

The bonuses were credited to your account in a way so you could activate them one by one. Did you, by any chance, attempt to activate them all at the same time?

Nevertheless, you can contact our customer support to have the bonuses credited manually. Please come to chat/email and we will accommodate you. Keep in mind that only one bonus can be requested at a time.

Best regards,

Customer Support

Thank you for the information, Casinia Casino.

Dear baermichelle49,

Can you please update us on the current situation? Have you managed to get your bonuses through the casino customer support?

Kind regards,

Tomas

Dear baermichelle49,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes, great, thank you. You are great, thank you again

Ja super danke. Ihr seid super vielen Dank nochmal

Dear baermichelle49,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas